Best Practice Report

Condition Your Culture For Customer Obsession

September 14th, 2021
With contributors:
Keith Johnston , Rick Parrish , Emily Stutzman , Madison Bakalar


Culture is the character and set of unwritten rules that infuse the behavior of teams, departments, and the organization as a whole. To pursue customer obsession as a strategy, your culture needs to align with the values and drivers that support placing customers at the center. Read this report to understand why conditioning your culture is a necessary first step in embarking on a journey to customer obsession that is both obtainable and sustainable.

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This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.